Скачать или смотреть CX Goalkeeper with Mary Drumond SECOND HALF - E53 is about customers' behaviours and a lot more

The CX Goalkeeper had a smart discussion with Mary Drumond

Chief Marketing Officer at Worthix, host of the Voices of CX, Keynote speaker and thought leader in CX.

I split the discussion in 2 episodes, the first one went live last week!

In this episode:
How to operationalizing empathy

Focus on identifying impact as the frequency is relative (superb example from Mary here)

Changing expectations are also relevant, the market is so fast (Blackberry example)

The purchase decisioning process is steered by
tangible drivers: price, quality and relationship AND
intangible drivers: social proof and brand identification.

Her book suggestion:
"Thinking fast and thinking slow", Daniel Kahneman

Mary’s golden nugget:
“Focus on IMPACT, understand perceptions. Putting your customers at the center of your operations always pay off!”

How to contact Mary:
https://worthix.com/
  / marydrumond  

Mary’s podcast:
https://blog.worthix.com/category/voi...

Thank you, Mary!

Mentioned in the discussion with Mary: Colin Shaw, Shep Hyken, James Dodkins, GaryVee, Ian Golding

And the book: Influence, The Psychology of Persuasion, Robert B. Cialdini

#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast #empathy #feedback